Murphy & Company Product Orientation Guide

3. Branch/Employee Orientation: Marketing videos can help give your branch employees an idea of what features are included in Online and Mobile Banking. All staff members should be familiar with this information. a. New Employees: Any new employee that is in direct contact with customers or members may need to know about online banking. These videos will help familiarize them with the most common features. Deployment Strategies for Educational Video Playlists 1. Website Resource/Help Center: When deploying any educational content, we stress the importance of having a resource or help center on your website. This can be one page or multiple pages, but the most important point is organization. If your users cannot find the information they’re searching for, these learning tools can’t do their job. We suggest the following: a. Clearly Defined Sections: If you have a one-page resource center, break it into sections. Dropping large amounts of information onto one page can be intimidating to some users, so we suggest organizing it into easily comprehensible pieces for easy reading and viewing. b. Supplemental Pages: While a general “Online Banking Help” page may work for the majority of the information in your resource center, supplemental pages are very important especially when it comes to specialized knowledge like Business Online Banking and Personal Financial Management (PFM). c. Frequently Asked Questions: Compiling a list of frequently asked questions is useful for both marketing your Online Banking products and educating your users. The most common questions from your customers or members will help guide your efforts and tell you what aspects of Online Banking are in highest demand. Sample: https://bit.ly/2up251M 2. Training: While User Guides deliver a wealth of technical information, sometimes the best training tool is a brief overview. The Educational video playlists can help your customer or member service representatives get familiar with your online banking services. It can work as a guide to common features, giving them insight into the tools users will use the most. a. Branch Orientation: A unified set of educational material can help keep all your branches in sync when it comes to your online banking information. All staff members should be familiar with this information. b. New Employee Training: Any new employee that is in direct contact with customers or members may need to know about online banking. These videos will help familiarize them with the most common features. c. New Account Opening: When a customer or member wants to open an account for the first time, they will need to know what tools are available for managing their money. The educational video playlists give them a list of their options and lets them know what they can do with those features. d. Business Education: Business Online Banking can be complicated, and some customers or members may need help learning their way around your system. The videos can be very beneficial to these users and the account managers tasked with helping them get set up.

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